Modern solutions to improve public service delivery quality introduced in Kazakhstan

Chairman of the Board of the Government for Citizens NAO Arman Kenzhegaliyev reported on measures to expand the list of public services provided in digital format at the Government session, El.kz cites primeminister.kz.

According to him, there are 334 service centres in the country, which provide 1,296 types of services. In 2024, the centres provided more than 23 million services. Compared to previous years, their number has decreased due to the development of electronic services.

In 2024, two SuperCons were opened in the cities of Karaganda and Kyzylorda. These centres house the Akimat, several state bodies, communal organisations and banking offices.

The digital offices are divided into zones aimed at creating comfortable conditions for customers and providing services on a paperless basis.

Last year, the number of such offices reached 76, and 20 more DPCs are planned to be modernised this year.

In addition, the State Corporation is introducing new services to improve the quality of service:

• Personal Manager. This project is aimed at ensuring accessibility of public services. The service is provided on a paid basis.
• Electronic consent for registration of foreign citizens. In case of temporary registration, an SMS-message is sent to the owner of the accommodation. This measure prevents the registration of foreigners without the knowledge of the landlord.
• Reception of service recipients' appeals in cases of inoperability of information systems.
• Control of access to personal data. Now, in the absence of citizens' consent, employees of the Centre will not have access to personal data. All types of services provided to individuals are connected to this service. The issue of connecting services provided to legal entities is in the works.
• Notification of property owners about all registration actions. Notifications are sent to the owner's personal account on the e-government portal. Last year more than 6 million messages were sent.

In the future, 3 more services will be focused on issuing ready documents and servicing citizens in remote villages.

The issues of financial sustainability of the State Corporation and reducing the burden on the state budget are very important. In 2024, income from additional commercial services totalled 2.6 billion tenge.

Further development of commercial services is expected this year.

Special attention is paid to the sphere of issuing driving licences. Last year, 620 thousand documents were issued.

In 2024, a number of works have been carried out, including: an electronic service for booking a queue to take the exam has been launched.

In addition, in addition to the practical trial exam, a trial theoretical test has been introduced. Candidates can now familiarise themselves with the exam questions in advance.

Some projects are under consideration by the authorised body. For example, the introduction of administrative responsibility for the use of prohibited technical means during examinations.

Last year, 3 million services were rendered in the sphere of vehicle registration.

Such activities as electronic signing of sale and purchase agreements, accelerated production of state registration marks and car insurance were carried out in this sphere. The issue of choosing any desired state registration number is under consideration of the authorised body.

The following activities are planned for this year:

In the area of issuing driving licences - introduction of ‘AR’ and ‘Computer Vision’ technologies in taking examinations, revision of the procedure for taking examinations based on European experience.

To improve the vehicle registration process, it is planned to launch the State Corporation's platform for document execution, implement biometric identification services and check vehicle history.

In order to popularise e-services among the population, 303 self-service zones are functioning in the CSC. Last year, citizens received more than 8 million services in the sectors.

Compared to 2023, there is a 45.7% decrease in the number of services received, which is due to the receipt of demanded services in mobile applications of banks, Egov and through calls to the contact centre 1414.

The Chairman of the Board of NAO ‘Government for Citizens’ noted that in 2025, the State Corporation intends to increase the share of electronic services to 60% and to introduce a consultant with elements of artificial intelligence in self-service areas. Another front line of the State Corporation is a single contact centre. Last year, 27.1 million calls were received.

The Unified Contact Centre has introduced an intelligent voice robot that advises on 60 in-demand services and provides 10 types of services. These include certificates of birth, criminal record, psycho-narcological dispensaries, etc.

In 2024, the virtual voice assistant processed 20 per cent of traffic, this year it is planned to increase its share to 40 per cent.

In addition, this year it is planned to implement a pilot project to introduce artificial intelligence in the contact centre activities and unite more than 30 contact centres of administrative bodies on the basis of a single contact centre 1414.

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